Desktop Support Engineer

Job Title: Desktop Support Engineer

Experience: 3–5 Years

Location: Kochi

Job Summary

We are looking for a skilled and customer-focused L2 Desktop Support Engineer to provide first-level technical support for end-user computing environments. The ideal candidate should have hands-on experience in troubleshooting desktops, laptops, operating systems, software applications, network connectivity, and peripheral devices.

The candidate will be responsible for resolving day-to-day IT support issues, managing service requests, and ensuring timely resolution of incidents in accordance with defined SLAs.

Key Responsibilities

Provide Level 2 technical support to end users for hardware, software, and IT-related issues.

Troubleshoot issues related to desktops, laptops, printers, scanners, and other peripheral devices.

Install, configure, and support Windows operating systems and business applications.

Provide support for Microsoft 365, Outlook, Teams, and other collaboration tools.

Troubleshoot basic network connectivity issues, including LAN, Wi-Fi, VPN, DNS, and IP-related issues.

Handle user account-related requests, password resets, and access issues using Active Directory or similar tools.

Log, track, prioritize, and resolve incidents and service requests through ITSM/ticketing tools.

Escalate complex or unresolved issues to L3 support teams while ensuring proper documentation.

Perform basic hardware installation, replacement, configuration, and troubleshooting.

Support employee onboarding and offboarding activities, including system setup and user access.

Assist with IT asset management, inventory tracking, and device allocation.

Follow defined IT processes, security policies, and service level agreements (SLAs).

Maintain accurate documentation of incidents, resolutions, and common troubleshooting procedures.

Required Skills

3–5 years of experience in Desktop Support, IT Support, Helpdesk, or End User Computing Support.

Good knowledge of Windows 10/11 and desktop/laptop troubleshooting.

Hands-on experience with Microsoft 365, Outlook, Teams, and basic Active Directory administration.

Knowledge of desktop hardware, software installation, and peripheral device support.

Basic understanding of networking concepts such as TCP/IP, DNS, DHCP, LAN, Wi-Fi, and VPN.

Experience working with ITSM/ticketing tools such as ServiceNow, Remedy, Jira, or similar platforms.

Familiarity with remote support tools and troubleshooting techniques.

Good understanding of IT service management processes and SLA-based support.

Strong problem-solving, communication, and customer service skills.